Insite Managed Solutions

MAY 23, 2013

Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. Top 5 Self-Service Pitfalls.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

DMG Consulting

JANUARY 10, 2022

Since the founding of call centers, agents have been paid some of the lowest wages in companies to do a job with little flexibility in working hours, breaks, and vacations. Delivering an outstanding omnichannel CX at all touchpoints in the customer journey requires the right blend of people, processes, and technology.

Contact Center 77

Contact Center Self service Gamification Enterprise 77

CSM Magazine

DECEMBER 15, 2020

M any team leaders have become ‘mother hens’ to their work-at-home agents, caring for their wellbeing and motivation. Planners are experimenting with new types of shifts such as micro-shifts that are great for home-working. One positive outcome of the pandemic is that contact centres are being more creative with scheduling.

Management 52

Management Schedule adherence Gamification At home agents 52